The University of Eldoret, with support from the TAGDev 2.0 Programme, conducted a Public Complaints and Access to Information training on 12th March 2026 at Sirikwa Hotel, aimed at enhancing service delivery, institutional accountability, and customer experience among university staff.
The training brought together Deans, Directors, Secretaries, and administrative staff to build capacity in effective complaints handling, access to information, and responsive public service practices aligned with national governance standards.
During the training, the TAGDev 2.0 Coordinator, Prof. Ochuodho, highlighted the programme’s role in supporting the transformation and repositioning of the University of Eldoret through policy development, institutional strengthening, and staff capacity building.
Through TAGDev 2.0 support, the University has reviewed and developed key institutional policies, including the Community Engagement Policy and Gender Policy, while additional frameworks such as the Experiential Learning Policy, Entrepreneurship Education Policy, and Digital Economy initiatives are currently under review.
The programme has also contributed to curriculum reforms, particularly in agricultural programmes, and supported improvements in practicum implementation aimed at enhancing experiential learning and entrepreneurship among students. Additionally, TAGDev 2.0 has facilitated staff trainings targeting effective communication, time management, and organisational culture change to improve service delivery across the University.
The training was organised under the University’s Public Complaints and Access to Information Committee (PCAI), established in line with the Commission of Administrative Justice requirements for public institutions.
Dr. Jacob Onyango, Chair of the Committee, noted that the University receives complaints mainly from students, staff, and members of the public, which are reviewed quarterly and reported to the Commission of Administrative Justice. Since its establishment in 2018, the committee has handled 322 complaints submitted through official complaint channels.
Speaking during the official opening, Acting Vice-Chancellor Prof. Samuel Lutta acknowledged TAGDev 2.0’s contribution in strengthening service delivery through staff trainings. He encouraged participants to view complaints as valuable feedback that supports continuous improvement and institutional growth.
Prof. Betty Korir, Director of Strategic Planning and Performance Contracting, emphasised that students remain the University’s primary customers and called on staff to align service delivery with the University’s strategic vision focused on student and community satisfaction.
Facilitators from the Commission of Administrative Justice (Office of the Ombudsman) guided participants on best practices in complaints handling, administrative justice, and access to information. The sessions emphasised efficiency, fairness, transparency, and responsiveness as key principles of public service delivery.
Participants were also sensitised on the importance of departmental Service Charters as tools for accountability, transparency, and improved customer experience within public institutions.
The training forms part of TAGDev 2.0’s broader commitment to strengthening institutional systems, promoting responsive governance, and enhancing the quality of services offered to students and stakeholders.
By supporting policy reforms, staff capacity development, and institutional culture change, TAGDev 2.0 continues to play a key role in advancing the University of Eldoret’s journey toward becoming a responsive, entrepreneurial, and student-centred institution.